Vice President, Amazon Connect Solution Architect

Ready to shape the future of work

At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.

Inviting applications for the role of Vice President, Amazon Connect Solution Architect!

We are seeking a dynamic, growth-oriented leader to head our Customer Experience / Contact Center CcaaS advanced technology practice, with a focus on Amazon Connect-based solutions. This role is an opportunity to shape and scale one of the most strategic CX offerings in the market today&mdashanchoredonAgentic AI, Generative AI and customer service technologies.

As Vice President, you will drive the strategy, solution architecture, and execution of our CX technology service line, building a differentiated portfolio of industry-specific IP, co-innovating with AWS, GCP, Microsoft Dynamics and delivering large-scale transformation programs for global clientsacross industries, with a heavy focus in banking and financial services, .

This is a unique opportunity to lead a high-growth business that blends deep domain, cloud-native architecture, applied AI, and real-time customer engagement technologies. You%27ll partner with AWS globally, influence client roadmaps, and lead a multidisciplinary team of engineers, architects, consultants, and GTM specialists to create tangible, measurable outcomes.

Responsibilities

Business and Practice Leadership

• 
  

  Lead the global growth and delivery of our Amazon Connect service line, focusing on innovation, client value, and scale across priority industries.

• 
  

  Define and operationalize a differentiated strategy in close partnership with AWS and internal teams (engineering, GTM, delivery).

• 
  

  Build and mentor a high-performing team of technical and business leaders across regions.

• 
  

  Serve as the executive liaison to AWS partner teams, jointly driving pipeline, solution launches, and field enablement.

P&L Management

• 
  

  Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations.

• 
  

  Track revenue, cost, and margin identify opportunities to optimize delivery costs and increase profitability

Innovation and IP Development

• 
  

  Architect and launch reusable assets, industry accelerators, and solution frameworks built on AWSleveraging Amazon Connect, Lex, Q in Connect, Voice ID, Wisdom, Contact Lens, Tasks, Cases, Bedrock and more.

• 
  

  Deliver end-to-end solutions that extend Amazon Connect capabilities, such as intelligent agent desktops, proactive and personalized customer engagement journeys, and AI-driven analytics and automation.

• 
  

  Prototype new features, build demos for strategic pursuits, and maintain a future-ready solution roadmap aligned to industry needs.

Client Engagement and Delivery Oversight

• 
  

  Act as the executive sponsor and strategic architect on major global transformation programs, with a focus on outcome-driven CX modernization.

• 
  

  Oversee design and deployment of cloud contact center platforms, ensuring seamless integration with CRMs, case management, knowledge bases, and digital channels.

• 
  

  Collaborate with delivery leaders to ensure operational excellence, client satisfaction, and timely execution at scale.

Thought Leadership and Market Influence

• 
  

  Represent the firm externally as a leading authority on cloud CX transformation and AI-first customer engagement.

• 
  

  Drive executive conversations, shape complex pursuits and proposals, and lead strategic RFPs in partnership with GTM and pre-sales teams.

• 
  

  Publish thought leadership, speak at AWS and industry events, and help shape market perception of our capabilities in the space.

Minimum Qualifications / Skills

• 
  

  Experience in enterprise technology or consulting, with a strong background in customer experience, contact center, or cloud transformation.

• 
  

  Experience in leading Amazon Connect implementations at scale, including enterprise migrations and multi-region deployments.

• 
  

  Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations

• 
  

  Proven success in building and scaling technology practices or service lines, ideally with global delivery exposure and AWS alliance experience.

• 
  

  Deep expertise in AWS services, including Amazon Connect, Lex, Lambda, Pinpoint, Contact Lens, Wisdom, Q in Connect, and related AI/ML offerings.

• 
  

  Hands-on knowledge of telephony (SIP/VoIP), CRM integrations (Salesforce, ServiceNow), and digital channels (chat, social, email).

• 
  

  Experience in adjacent CcaaS platform technologies such as MS Dynamics, GCP CCAI, Genesys, Five9, Nice CXone, Zendesk, WFM technologies

• 
  

  Strong executive presence and experience in influencing senior clients, leading diverse teams, and navigating complex global programs.

Preferred Qualifications/ Skills

• 
  

  Experience applying generative AI to enhance customer experience workflows.

• 
  

  Familiarity with AWS CCI (Contact Center Intelligence) solutions.

• 
  

  Experience with DevOps practices in the context of cloud contact center deployment.

• 
  

  Background in BFSI, healthcare, or regulated industries preferred but not required.

Why join Genpact

• 
  

  Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation

• 
  

  Make an impact - Drive change for global enterprises and solve business challenges that matter

• 
  

  Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities

• 
  

  Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• 
  

  Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let&rsquos build tomorrow together.